Technical Support
Email Support  This e-mail address is being protected from spambots. You need JavaScript enabled to view it Operates 24*7*365 (Response times may vary)

Phone Support 0845 2604373 Operates Mon – Fri 8am – 6pm

Technical Support will provide:

• Full assistance in setting up and configuring your Cohere account

• Basic assistance with web interface – Access to and usage such as email, sharing calendars, appointment scheduling, contact management and sharing.

• Limited advice with problems involving connectivity to the CohereMail+ service and other server related issues.

To better assist you, please send us a message with the full description of your support request including complete error messages and screenshots when available, along with your CohereMail+ account name. The Company's standard response time is four hours or less. The response time, however, may depend on the nature and complexity of the inquiry, or unexpected call volume. A four hour support reply does not apply to any "how to", connectivity or software development related inquiries since such issues often involve extensive research and testing. Technical Support assigns the highest priority to inquiries related to the servers’ unavailability. Such inquiries are addressed immediately upon notification. It may take some time to resolve the issue, so you may not get an immediate reply.

Customer Service, Billing and Sales Enquiries
Non-technical enquiries regarding your CohereMail+ account should be sent to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Billing enquiries should be sent to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it

All inquiries regarding purchase of new accounts or addition of services should be addressed to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Service Availability
The Company is committed to providing the highest quality service to all customers. To support this commitment, The Company gives the following service level guaranties and observes the following schedule of penalties for any failure to meet those guaranties.

The Company guarantees 99.00% Service Availability, measured on a calendar-month basis. Service Availability is defined as the ability of a user within an organization to:

Connect to the web interface and log into their account provided that the user meets the requirements under section 11, below.

CohereMail+ Server Unavailability
The Company monitors the server as a whole but does not monitor individual mailboxes. CohereMail+ server unavailability caused by denial of service attacks, mail bombing, and other flooding techniques is not included in uptime/downtime calculations. The CohereMail+ server uses SMTP to deliver outbound messages. This protocol does not guarantee immediate delivery of email messages. By default, theCohereMail+ server makes a delivery attempt almost immediately then every four hours and tries four further times. If there is no successful delivery attempt a failure message will be emailed to the sender. Please note: Server downtime is not recorded and no credit is issued during scheduled or emergency system maintenance. Outages caused by the actions beyond The Company’s control including, but not limited to DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations.

Network Availability
Service unavailability resulting from network unavailability will not be included in the Service Availability calculation. Network unavailability is defined as The Company's network's inability to pass incoming and outgoing TCP/IP traffic, including but not limited to backbone problems, problems on the customer's portion of the network, interruptions of service caused by denial of service or similar attacks or other forms of intrusion.

Hardware Failure
In the event of server hardware failure, The Company shall aim to replace or repair hardware within eight hours of The Company's determination that the hardware has failed. Such hardware failure, and repair and replacement of the hardware and the associated downtime shall not affect the Service Availability calculation.

Scheduled Maintenance
To guarantee optimal performance of the CohereMail+ servers, it is necessary for The Company to perform routine maintenance on the servers. Such maintenance often requires taking CohereMail+ servers off-line, typically performed during off-peak hours.  The Company will give you advance notice of maintenance requiring the servers to be taken off-line whenever possible. The Company reserves one hour of Service unavailability per month for maintenance purposes. Such unavailability is not included in the Service Availability calculation. Refund for Non-compliance of CohereMail+ server availability For each full 1% of Service availability falling below the guaranteed 99.0% up-time guarantee, upon your notification (described below), The Company will provide you with a refund in the amount of 5% of that month's paid regular service charges. To receive the refund you must send a request with your account name and domain name including all dates and times of server unavailability, to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it , in the month immediately following the month for which the refund is requested. The Company will then compare the information provided by you to the server availability monitoring data The Company maintains and will notify you of the issuance of any refund.  A refund is issued if the unavailability warranting the refund is confirmed by The Company's server monitoring data.

Maximum Total Refund
The total refund to you for any account may not exceed 50% of the monthly fees paid for that account during the month for which the refund is to be issued.

Server Storage Capacity
Each CohereMail+ account is allotted an aggregated storage capacity initially equal to the total storage capacity of each mailbox.  This storage capacity is shared among all mailboxes and public folders within your account.  For an additional fee, you may increase your account storage capacity at any time.

Limits
The following limits are set for the CohereMail+ service:

• Up to 2000mb per user

• Incoming/outgoing message size limit is 20 MB

Anti-Virus Checking
The Company installs third-party provided, anti-virus software on its CohereMail+ servers.  This software is configured to check all messages coming in to and leaving the CohereMail+ servers for viruses according to the virus-detecting heuristics provided with the software.  As a part of the Anti-virus software service, these heuristics are regularly updated. If a virus is detected, the message is deleted.  The Company advises you to use up-to-date, local anti-virus software.  The Company is not responsible for infection of end user devices or lost or corrupted messages due to anti-virus software running on the CohereMail+ servers.

Anti-SPAM message filtering
CohereMail+ is configured to check all incoming and outgoing messages according to the SPAM detecting heuristics provided with the software. As a part of the anti-SPAM software service, the SPAM-detecting heuristics are regularly updated.  The Company is not responsible for lost or corrupted messages due to Anti-SPAM filtering.

Ownership of Data
All data created or stored by you within The Company's applications and servers is your property.   The Company shall allow access to such data by only authorized The Company personnel.  The Company makes no claim of ownership of any web server content, e-mail content, or any other type of data contained within the account holder's server space or within applications on The Company's servers.

Data Integrity
CohereMail+ server backups are performed daily to a secure location; Backup copy retention time is one week; Back-up Services do not include the process of restoring files, mailboxes, folders or parts thereof.  The Company can restore the content of private or public information store on your CohereMail+ account and make it available to you in an agreed format for a fee based on The Company standard consultancy rates (£150 per hour).  The Company is not responsible for data loss resulting from the failure or loss of backup media.

Data Retention
All data from the server and back-up media is deleted upon account termination.

Customer Responsibilities
To access The Company services, you must provide at the very minimum: an Internet connection with sufficient bandwidth and quality; the network connection should not constrain the CohereMail+ functionality.

Amendments
This Agreement may be amended from time to time without prior written notice.